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Tracking call and text performance

See how your team's calls and texts are landing — connection rates, talk time, delivery, and opt-outs.

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The Call Performance and Text Performance reports show how your team's outreach is actually landing — whether calls connect, how long they run, and whether texts get delivered. Both live under Analytics and share the same filters, so you can read them side by side.

Read the Call Performance report

Open Call Performance to see your call volume and outcomes for the selected period. The headline metrics across the top are:

  • Calls made — outbound calls placed.
  • Connected — calls that reached the other party (completed or with talk time).
  • Conversations — connected calls long enough to count as a real conversation.
  • Received — inbound calls to your numbers.
  • Calls missed — inbound calls that went unanswered, busy, or failed.
  • Talk time — total time spent on connected calls.
  • Answer time — average ring time before a call is answered.

  1. Open the report

    Head to Analytics and choose Call Performance, or go straight to Calls.

  2. Set your filters

    Use the User filter to focus on one agent or leave it on everyone, then pick a Date range. Both filters carry over to the Text Performance report.

  3. Choose the charted metric

    Pick a Primary metric — Calls made, Connected, Received, or Missed calls — to set what the trend chart plots over time.

  4. Read the breakdown

    Below the chart, the Agent / Inbox table breaks every metric down by the agent who made the call (or the inbox number when no agent is attributed), so you can compare connection rates and talk time per person.

Switch the report to its logs view to see every individual call — agent, contact, time, and duration — instead of the per-agent rollup. Each row links back to the contact.

Read the Text Performance report

The Text Performance report covers SMS the same way. Its headline metrics are Texts sent, Texts received, Delivery rate (the share of outbound texts that were delivered), Opt-outs, Carrier filtered, and Other errors.

Delivery rate is the number to watch first. A healthy number sits high; a dip usually points to carrier filtering or compliance issues, which the Carrier filtered and Opt-outs columns help you isolate. The breakdown table here groups by Owner / Phone — the agent who sent the texts, or the sending number when there's no owner — so you can spot a single number that's underperforming. Set the Primary metric to Texts sent, Texts received, or Opt-outs to choose what the chart tracks.

A rising Carrier filtered count often means your messaging registration needs attention. Review your registration status in A2P settings if delivery starts slipping.

Both reports respect the same User and Date range filters you set anywhere in Analytics, so changing one updates how every report is scoped.

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Last updated 2026-06-21

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